Director of Customer Support & Account Management

, IL, United States

**Director of Customer Support & Account Management**

at Kin Insurance Remote, Chicago, IL, St. Petersburg, FL Kins mission is to reimagine home insurance **For Every New Normal.** While other insurers struggle to handle a fast-changing world, Kin is built for the future and is prepared to meet its challenges head on while helping our customers do the same.

Kin is proud to be one of BuiltIn Chicagos 2021 and 2022 Best Mid Sized Companies to work for, and Forbes 2021 Best Startup Employers in North America. Simply put, our people are what make us great, and we need forward-thinking, inspired game-changers like you to join us in our mission.

As **Director of Customer Support & Account Management**, you will provide leadership, direction and ongoing management for the Customer Service team to provide a best-in-class customer experience. You will lead, inspire and ensure that the team achieves success in all key Service metrics and develops customer service strategies to meet our customers needs. Youll be responsible for overseeing the activities of the department, including: monitoring and improving quality, ensuring internal and external customer satisfaction in all interactions, setting departmental strategic goals, working with recruiting to hire top talent, running continuous improvement projects, managing retention and renewals, and championing sales support efforts.

In this role, you are a leader and a doer, someone who can balance forward-thinking strategy while simultaneously executing. You are highly analytical and self-motivated with experience solving complex problems and maximizing the potential of their team through coaching and leadership. Youll be able to analyze business issues using our data, use relevant models that weve built (and will build) to drive actions and propose solutions to diverse audiences (up to C-level). Youll also work cross-functionally with our Product and Development teams to provide a customer-centric experience.

**A day in the life could include:**

* Proactively identify, develop and drive the forward-looking strategy

* Lead the Customer Service team to successfully meet and exceed results in all Service Metrics: retention and renewals, quality, employee engagement, staffing, service levels, management development, training, process & procedure improvements

* Analyze data to identify the highest value drivers to improve the customer experience and department efficiencies, and act as the Project Manager to find and execute the solution(s)

* Hire, manage, and develop Customer Service Managers and Agents

* 5+ years in a management capacity, ideally with experience in remote management

* 10+ years of Customer Service experience

* Demonstrated passion for excellence with respect to treating and caring for customers

* Proven success in managing, leading, and motivating others

* Extremely organized and highly motivated to improve processes that will lead to increased efficiency and world-class customer satisfaction

* Past success managing cross-functional projects

* Data-obsessed mindset, including the ability to digest and analyze various types of data

* Tenacity to develop ideas independently and thrive in a fast-paced start-up environment

* Proficient in Google suite and data analytics tools such as Looker

**Bonus Points:**

* Insurance experience is a plus but not required

**Oh, and dont worry, weve got you covered!**

* Medical, Dental and Vision Insurance (including 100% employer-paid plans)

* Flexible PTO policy

* Very generous equity options and 401K

* Parental Leave

* Continuing education and professional development

* Disability and Life Insurance

* The excitement of joining a high-growth Insurtech company and seeing your work make an impact

****About Kin****

In an industry that hasn't budged in more than 100 years, our technology transforms the user experience, cuts inefficiencies that waste billions of consumer dollars, and customizes coverage homeowners want. We believe insurance was always meant to be a digital product were making that a reality.

Our approach to the industry makes us unique, and the people at Kin help us excel. Were a team of problem solvers, collaborators, builders, and dreamers who are passionate about creating positive change in the lives of our customers and in our industry. Kin is more than just our name its how we treat each other. Thats one of the many reasons weve been recognized as a great place to work by Built In, Forbes, and Fast Company.

****EEOC Statement****

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference we honor it, nurture it, and celebrate it. We dont discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their infor

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